Both Tudor Medical Centre & Wellington Road Surgery value you feedback. We will always try to do our very best and meet your expectations by providing a high quality healthcare service.
We would love to hear from you regarding any positive experiences you have had with the Practice.
Equally if you are dissatisfied we would also like you to share any concerns or complaints you have. The following outlines our complaints process:
In the first instance please discuss your complaint with the staff member concerned. Where the issue cannot be resolved at this stage, please contact the Practice Manager who will try to resolve the issue and offer you further advice on the complaints procedure. If your problem cannot be resolved at this stage and you wish to make a formal complaint please let us know as soon as possible, ideally within a matter of days. This will enable the practice to get a clear picture of the circumstances surrounding the complaint.
If it is not possible to raise your complaint immediately, please let us have details of your complaint within the following timescales:
Within 6 months of the incident that caused the problem
Within 6 months of discovering that you have a problem, provided this is within 12 months
The practice will acknowledge your complaint within three working days and aim to have looked into your complaint within twenty working days of the date you raised it with us. At this stage you should be offered an explanation or a meeting with the person(s) involved. When the practice looks into your complaint it aims to:
• Ascertain the full circumstances of the complaint
• Make arrangements for you to discuss the problem with those concerned, if you would like this
• Make sure you receive an apology, where this is appropriate
• Identify what the practice can do to make sure the problem does not happen again
If you would like to speak to somebody about making a compliment or complaint and are unsure then please speak to our reception team.
Please click here to download our complaints leaflet.